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  1. #1

    Angry Turnkey Internet - Trouble with Order Processing

    Hello everyone... I am usually last to ever right a bad review about company but this company just treats their customers like crap. I recently signed up for their new Reseller deals through the offers section, and after signing up I received no email conformations or anything at all.. So I said "ok" maybe they're a little backed up? Two hours later... no avail. Contacted them through a ticket... No answer... And last but not least, I tried live chat, and this is what I get back in a response. I am abusing them apparently. Tell me this chat conversation wasn't ridiculous... Because if it wasn't, then I'm not sure what is and what is not ridiculous anymore.



    Nicholas (06:21:54) : Hello Joe, Welcome to Sales Chat, I can assist you with any sales related questions you may have... How can I help you?
    Joe (06:22:05) : Hey... I recently signed up for an account
    Joe (06:22:15) : But received no email conformations
    Joe (06:22:20) : And no login details
    Joe (06:22:27) : As well as my tickets have no been answers
    Joe (06:22:30) : answered*
    Joe (06:22:34) : This is ridiculous
    Nicholas (06:22:45) : Bare with me
    Nicholas (06:22:48) : this is sales chat
    Nicholas (06:22:54) : so I would need a ticket number
    Nicholas (06:22:56) : please
    Joe (06:23:27) : PZH-193-48343
    Joe (06:23:54) : What ever happened to instant activation
    ?
    Nicholas (06:24:05) : Please bare with me sir
    Joe (06:25:16) : I'm baring
    Nicholas (06:24:10) : it*
    ]
    Nicholas (06:25:08) : There must have been a problem with the provisioning
    Nicholas (06:25:12) : I am looking into it
    Nicholas (06:25:39) : Sir
    Nicholas (06:25:44) : your account is acti9ve
    Nicholas (06:25:53) : Your welcome email was sent to you
    Nicholas (06:25:57) : It is in your email
    Joe (06:26:03) : It includes no login details
    Joe (06:26:09) : It just says welcome to Turn Key
    Nicholas (06:26:17) : Seriously
    Nicholas (06:26:23) : Please refrain from being rude
    Nicholas (06:26:28) : I am trying to assist you
    Joe (06:26:37) : Are you serious?
    Joe (06:26:41) : How am I being rude
    Nicholas (06:26:43) : and in your email, it said this
    Joe (06:26:54) : Please go ahead and cancel my account and re-fund me
    Nicholas (06:26:53) : Which are your login details
    Joe (06:27:00) : I'm not dealing with you or your company
    Joe (06:27:02) : this is nonsense
    Joe (06:27:08) : Ridiculous
    Nicholas (06:27:21) : We do not take abuse from clients in any way shape or form
    Joe (06:27:31) : HOW IS THIS ABUSE
    Nicholas (06:27:41) : You can submit your cancellation within your client area
    Nicholas (06:27:46) : Thank you and have a great day


    Turnkey, you have let me down.

  2. #2

    TurnKey Provision account for client via live chat, but client chooses refund instead

    Hi Tealhost, what Nicholas is referring you to is the terms of service you agreed to at signup:

    http://www.turnkeyinternet.net/doc/TermsOfService.php

    INTERACTION WITH CUSTOMER SERVICE

    The TurnKey Internet customer service team takes great lengths to provide polite, prompt and excellent customer service at all times. For the safety and protection of our staff and their families we have a zero tolerance policy in regards to abuse of our staff. You may not threaten, abuse, shout at, swear at, insult, or otherwise disrespect our staff during any form of business communication including, but not limited to in person, telephone, live chat, fax. postal mail, Email, forum post, blog post, instant messenger, or ticket response. Violations of this aspect of the Terms of Service is subject to account termination without warning. If such a termination takes place no refund will be given.



    As you can see from the live chat log, you omitted part of the conversation (woopidy doo da day was your reply for instance in spot) and you also omitted your other chat logs just prior to this one- but Nicholas was cautioning you that abuse of our service and support team is outside the guise of our terms of service.

    Account
    Nicholas has joined the chat.
    Nicholas (06:21:54) : Hello Joe, Welcome to Sales Chat, I can assist you with any sales related questions you may have... How can I help you?
    Joe (06:22:03) : Hey... I recently signed up for an account
    Joe (06:22:14) : But received no email conformations
    Joe (06:22:18) : And no login details
    Joe (06:22:25) : As well as my tickets have no been answers
    Joe (06:22:28) : answered*
    Joe (06:22:32) : This is ridiculous
    Nicholas (06:22:45) : Bare with me
    Nicholas (06:22:48) : this is sales chat
    Nicholas (06:22:54) : so I would need a ticket number
    Nicholas (06:22:56) : please
    Joe (06:23:26) : PZH-193-48343
    Joe (06:23:52) : What ever happened to instant activation
    ?
    Nicholas (06:24:05) : Please bare with me sir
    Nicholas (06:24:08) : I am looking into iut
    Nicholas (06:24:10) : it*
    ]
    Nicholas (06:25:08) : There must have been a problem with the provisioning
    Nicholas (06:25:12) : I am looking into it
    Nicholas (06:25:39) : Sir
    Nicholas (06:25:44) : your account is acti9ve
    Nicholas (06:25:53) : Your welcome email was sent to you
    Nicholas (06:25:57) : It is in your email
    Joe (06:26:02) : It includes no login details
    Joe (06:26:07) : It just says welcome to Turn Key
    Joe (06:26:12) : woopidy doo da day
    Nicholas (06:26:17) : Seriously
    Nicholas (06:26:23) : Please refrain from being rude
    Nicholas (06:26:28) : I am trying to assist you
    Nicholas (06:26:34) : Alpha Reseller Domain: tki21458.tealpalm.com
    Username: tkitealp
    Password: ****** <--- removed from WHT POST for security
    Hosting Package: Ultimate Reseller Hosting Platinum Double
    Nameservers:
    ns34a.turnkeywebspace.com (66.206.36.128)
    ns34b.turnkeywebspace.com (66.206.37.128)
    Joe (06:26:36) : Are you serious?

    Joe (06:26:39) : How am I being rude
    Nicholas (06:26:43) : and in your email, it said this
    Joe (06:26:52) : Please go ahead and cancel my account and re-fund me
    Nicholas (06:26:53) : Which are your login details
    Joe (06:26:58) : I'm not deal with you or your company
    Joe (06:27:00) : this is nonsense
    Joe (06:27:07) : Ridiculous
    Nicholas (06:27:21) : We do not take abuse from clients in any way shape or form
    Nicholas (06:27:29) : Thank you very much
    Joe (06:27:29) : HOW IS THIS ABUSE
    Nicholas (06:27:41) : You can submit your cancellation within your client area
    Nicholas (06:27:46) : Thank you and have a great day
    Now at the heart of the issue, your Reseller Account ordered at 3pm this afternoon did not complete provisioning prior to you contacting us at 5pm (2 hours later (order was still in billing/screening for security at that time), and began irate and rude comments with our customer service team.

    Our sales person was able to get billing to release the order when he put in the inquiry, and it was provisioned and during this 3rd chat (the log above) our team even copy and pasted said welcome email for you (as you got even more irate with our staff).

    So as of right now, as you requested, your account was refunded and terminated - and we have closed the account as you requested.

    Have a nice day, and I do hope you find what you are looking for out there, but im afraid it wont be with turnKey going forward.
    Colohouse | P: 877-539-4638 | E: hello@colohouse.com
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  3. #3
    Join Date
    Jul 2009
    Location
    The backplane
    Posts
    1,788
    I put down $5 that the e-mails are in your spam folder.

  4. #4
    Join Date
    Dec 2011
    Location
    Seattle, WA
    Posts
    1
    Hello,

    It actually looks like that TurnKey was attempting to assist you in the following issue you have consulted with. Although from reading the chat above the customer has requested immediate assistance to an email issue, and no words of assault, or immature behavior were exchanged nor taken. It looks like Turnkey is referring to their terms of service in which you must follow which is highly recommended you read them before purchasing any products from any hosting provider. Although according to the review you have posted, and the one that turnkey has counter posted. It looks like as if you were trying to hide/censor the account details that they did send you in assistance to your issue. I am not defending Turnkey, nor am I defending the review. I am just stating that, it looks like this issue was handled appropriately in assistance. Although, Thank you for the heads up(:

  5. #5
    Quote Originally Posted by [CTI] Todd View Post
    I put down $5 that the e-mails are in your spam folder.
    +1, seems like Turnkey did all they could to satisfy the customer.
    http://www.graywebhost.com Colin [at] GrayWebHost.com
    Affordable, reliable shared hosting for personal, small, and medium sized hosting accounts.

  6. #6
    Join Date
    Dec 2011
    Posts
    625
    Kindly take note if your email client is under hotmail, yahoo nor gmail. All of those automated email will be in your junk or spam mail, you should check everything before act. Please bear with me that I don't see anything wrong in the conversation, if you couldn't accept the way they process then next times check their support regarding the entire procedure before purchase.
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  7. #7
    Join Date
    Dec 2011
    Posts
    218
    It could have gone to your spam folder. I also find that the support staff was indeed trying to assist you in the first place.

  8. #8
    Join Date
    Aug 2004
    Location
    Earth
    Posts
    8,154
    Title is a bit misleading since you never got to experience their service and canceled your account before you even started using it?

  9. #9
    Join Date
    Jun 2003
    Location
    Spain
    Posts
    4,251
    I'm a TKI client and they've been great to deal with!

    However, I always behave sensibly and courteously with them and all my other providers.

  10. #10
    Join Date
    Feb 2012
    Location
    Singapore
    Posts
    74
    seriously, if you treat people like dirt
    people will just throw dirt at you

    treat people the way you want others to treat you


  11. #11
    Join Date
    Apr 2010
    Posts
    65
    You know what, if I was offering you assistance and you spoke to me like that, I'd ensure you were fully refunded and blacklisted. What on earth has happened to general courtesy and politeness?!

    But then again, fortunately, not having any shareholders to pander to, and comfortably paying my bills from my income, I'm in a position to do so.
    www.SneakSMS.com
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  12. #12
    Join Date
    Mar 2012
    Posts
    346
    Nicholas from TurnKey has a problem and he is very RUDE. that is what made me turn away from them, i did not even bother to try them out.

  13. #13
    Join Date
    Apr 2010
    Posts
    65
    Quote Originally Posted by CokeSir View Post
    Nicholas from TurnKey has a problem and he is very RUDE. that is what made me turn away from them, i did not even bother to try them out.
    Judging by the transcript the OP pasted, Nicholas doesn't let people talk to him like dirt which I fully support.

    I'm getting fed up with people who take such a crap attitude towards support staff (when it's not deserved). We see it weekly on here where someone says "OMG company x are sooooo bad they cancelled my service blah blah blah". Then we see the transcripts and the person has said something like "You ***** I'm going to **** you if you dont ****** sort this within the next 35 seconds you ***** ".

    Ok, that's not quite what the OP did, but his attitude still stinks.

    I, for one, am even more tempted by turnkey now. Anyone who doesn't give in to people behaving like idiots is a total winner in my book.

    /rant.
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  14. #14
    Join Date
    Jun 2003
    Location
    Spain
    Posts
    4,251
    Quote Originally Posted by sneaksms View Post
    Anyone who doesn't give in to people behaving like idiots is a total winner in my book.
    Absolutely!

    The problem is that people have an overestimated value of their own importance as a client. And virtual communication allows them the latitude to behave in a way that they'd never do in real life.

    Respect and maturity is called for on both sides.....and if a client steps over the line they need to be reminded of the need to conduct themselves in a responsible manner.

    If they fail to take that on board....then red card them. The reality of doing business is that there's some clients who you'd prefer your competitors to have.

  15. #15
    There must of been another reason why the buyer wanted to cancel account.

    Perhaps he found another host after sign up, needed the money, or changed his mind.

    Not getting an automated email within 2 hours does not justify cancellation.

    I will say that the clients attitude during the chat session is outrageous. +1 for turnkey.

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